Public Safety Dispatcher

Public Safety Communications OperatorUnder the general supervision of the Communications Supervisor and the Executive Officer of the Police Department, respond to E911 and business calls to the combined Police/Fire Public Safety Communications Center; dispatch police, fire and EMT personnel; respond to burglar and fire alarms in accordance with established procedures; perform work as a fire and police signal operator, monitor police and fire radios, and other radios and communications devices, holding cell monitor, and outside perimeter cameras; maintain appropriate computerized and manual records; assist Fire and Police department personnel, as needed.ResponsibilitiesAnswer multiple telephone lines at the Public Safety Communications Center; acquire information from citizens and other individuals requesting public safety services or assistance, including management of callers in stress; prioritize all calls for proper responses; respond to requests for information from citizens.Analyze information from multiple alarm systems, given signals, messages, codes and data, so that the information is properly interpreted in preparation for response.Process all medical calls using Emergency Medical Dispatch (EMD) procedures to obtain the chief complaint; dispatch the appropriate apparatus; and provide critical pre-arrival and post-dispatch instructions.Maintain central control and coordination of two-way radio communications for an FCC licensed base station consisting of multiple mobile and portable radio units.Maintain juvenile lock up logs and perform monthly reports of juveniles that were securely held.Add, modify, cancel, or locate National Criminal Information Center (NCIC) records including felony warrants, stolen vehicles, missing persons, as needed.Monitor and respond to multiple public safety radio channels; relay information and data as required for resolution, referral, or response to an incident or service request. Assess the priority of service requests.Prepare and enter data for dispatch or referral by evaluating, categorizing, formatting and documenting the incident or service-related information.Dispatch public safety personnel and apparatus twenty-four hours per day; dispatch selected town service personnel, such as DPW employees, after normal business hours; serve as dispatch for Fire and Police mutual aid requests.Generate correct, complete and concise records of public safety service requests in accordance with policies and procedures.Maintain communication records; record information and enter data into computer information system.Assist police officers and shift supervisor with arrests and bookings by conducting Department of Criminal Justice Information Systems (DCJIS) computer searches for outstanding warrants, suicide search, probation, out-of-state searches, license and registration searches and other related information; retrieve and print information for officers.Assist citizens at the station with a variety of issues, such as motor vehicle accident reports, fire arms applications, and giving out directions.Monitor county-wide fire radio system and coordinate mutual aid requests as needed.Assist other towns in Fire District with obtaining specialized apparatus and resources as needed.Work closely with other Fire Control Points and the Massachusetts Emergency Management Agency (MEMA) to activate Fire and EMS Task Forces or Strike Teams.Coordinate the reception of incoming resources to the Fire District under the Mobilization Plan.Perform related duties as required.QualificationsSkills, Knowledge and AbilitiesAbility to communicate clearly and concisely in person and by telephone.Ability to assist the public and maintain favorable public relations.Ability to make decisions and judgments based on training, procedures, manuals and common sense.Ability to handle stressful situations, maintain a constructive attitude in response to difficult or adverse situations, and to reassure distraught callers during these situations.Ability to follow written and verbal instructions, and complex procedures outlined in the Police and Fire Manuals, and LEAPS manual.Ability to remember and recall detailed information.Ability to listen well and discern information from citizens under duress and/or citizens who have some difficulty communicating in English.Knowledge of automated emergency dispatch systems and procedures; highly skilled in performing word processing, data entry and other computer applications with accuracy and at a minimum of 30 words per minute.Ability to perform multiple tasks simultaneously and remain focused under stress.Ability to work cooperatively with supervisors and establish effective relationships with peers (e.g., team worker abilities).Ability to read, write and spell the English language.Ability to learn the street names and important locations within the Andover community.Ability to work a rotating shift position with a 4 and 2 base schedule and additional shifts available for bid throughout the year.Education and ExperienceDuties require high school diploma; knowledge of automated emergency dispatch systems and procedures; 2-3 years of related experience; or any equivalent combination of education and experience. Candidates are encouraged, but not required, to have experience in one of the following job areas: police, fire, or EMS dispatcher; police officer, firefighter or EMT/paramedic; police/fire alarm or telecommunications system installer; call center operator or dispatcher in non-public safety agency or private agency. Applicants credit, background and criminal history will be thoroughly reviewed.Required Licenses or CertificatesAssociation of Public-Safety Communications Officials (APCO) Public Safety Telecommunicator (PST) courseMedical Priority Dispatch System (MPDS) Emergency Medical Dispatch (EMD) courseState 911 Department's – 911 Operator courseFederal Emergency Management (FEMA) Incident Command System (ICS) 100 and 700 coursesAmerican Heart Association (AHA) CPR CertificationSupplemental InformationSupervisory ResponsibilitiesNonePhysical ElementsConsole/communications desk environment, subject to prolonged periods of sitting, continuous telephone and radio calls, interruptions, and high noise level.Close eye-hand coordination and finger dexterity required to operate equipment.Confined to console/desk area for most of the work day.Adequate hearing and visual acuity required to operate equipment.Urgent, emergency calls, emotional callers and short response deadlines produce recurring intervals of high stress.FLSA Status: Non-exempt Grade: D-1 Standard Work Week: 38.5 hours Job Class Code: 5292 Risk Code: 7720The Town of Andover is an Affirmative Action/Equal Opportunity Employer. Women, minorities, veterans, members of the LGBTQ+ community, and persons with disabilities are encouraged to apply. The Town is committed to advancing its workforce culture of antiracism, diversity, equity, and inclusion.